Thomas Guss
It is Monday, February 7, and I am glad to welcome you to season 7, episode 5 of "Monday Motivation – Felix asks“.
In today episode, I am taking you to one of the most magnificent cities in the Middle East, a port city at the Gulf of Oman. Welcome to Muscat. Muscat is the capital city and the most populated city in the Sultanate of Oman, with around 1.4 million inhabitants. It is widely known for its dazzling souks and beautiful corniche. The city is home to many beautiful luxury hotels, and I am very excited to introduce you today to the General Manager of one of the most – if not the most well known 5-star luxury hotel in Muscat.
Please welcome Mr Thomas Guss, General Manager of the Chedi Muscat – a GHM hotel.
GHM has been established in 1992 and operates a total of four GHM hotels. The properties are in Sharjah, Andermatt (Switzerland), Montenegro and Muscat. Eight additional properties are in the pipeline to open within the next two years.
The word Chedi typically refers to a place of meditation and has been associated with settings where one finds peace. In the same way, Chedi hotels are created as tranquil environments so that travellers, on their journeys, may rediscover the joys of stillness and be soothed by the calmness in a backdrop of beauty and comfort.
Besides the Chedi brand, GHM also operates two additional brands named "The Chedi Club" and "The Serai".
The Chedi Muscat, a member of The Leading Hotels of the World, was the first contemporary hotel in Oman when it opened its doors in 2003. The resort offers 120 rooms, 38 suites and 8 F&B outlets. Omani architecture meets minimalism, thanks to the designs of Jean-Michel Gathy.
Today's guest is living in Muscat since 2018. Since January 2021, Thomas is leading the Chedi. I had the pleasure of meeting Thomas during his time as General Manager for the Raffles Europejski Warsaw and I am glad that he took the time to answer my questions.
We talked about the start of his career, his leadership skills and how important it is to think outside the box.
During the interview, Thomas also shared his advice to the next generation and his recommendations for a visit to Muscat.
There was one message I thought a lot about afterwards. I am talking about the powerful message he received and still follows: "Kill with kindness"; such strong advice.
Enjoy the episode, and in case you know an interesting person from our beloved industry you would like to see interviewed, feel free to tag him in the comments.
#sharepositivestories
Question 1: Can you take us through your career? Where did you start and what do you love most about your current role?
Thomas Guss (TG): „I knew very early, at the age of 15, that I wanted to become a GM one day, so I asked my family and close friends what I need to do and the majority answer was ” you must start in the kitchen “. At that moment I did not understand why I needed to start in the kitchen to become a GM, but I followed the recommendation of all-wise and humble hoteliers. I learned very fast that you don’t just learn how to cook, but that teamwork, team management, focus on details, quality and communication are part of it. Delivering an experience, creativity and success is never final.“
“Delivering an experience, creativity and success is never final.”
Question 2: What does hospitality mean to you?
TG: „To me hospitality means love of serving others, creating authentic memories and developing talent.“
Question 3: Can you please share an anecdote you experienced, that shows the variety and beauty of our industry?
TG: „Yes, a few years back I was approached by a Multinational bank to become their VP of customer service. I was indeed surprised about this offer that is not linked to the Hospitality industry, so I decided to meet them and understand why they like to hire me. During this amazing interview, I learned that the Bank was really concerned that they are losing year after year their customers to online banking or to other banks and wanted to invest more in customer service and experiences. They realised that only hiring qualified financial managers was not good enough to maintain good relationships.
Starting in the Hospitality Industry opens doors in all other Industry.“
Question 4: Have you had a mentor/role model/hero in your career? Who was it and did she/he gave you a piece of advice you still follow?
What was the most powerful advice you have received so far?
TG: „In addition to my father there were as well hoteliers, Jean Marc Grosfort, Karl Kilburg and Reiner Sachau who inspired and guided me during my career. They were leaders with a clear vision, who focused on the development of others and always made themselves available.
The most powerful message I still follow in difficult situations is:
“Kill with kindness”
Question 5: What would you like to say to a hospitality/ tourism student/professional who recently started his/her career, at this right moment?
TG:
“If you love serving others, experience other cultures, enjoy leaving your comfort zone and embrace that each day will be different, you are taking the right decision to enter to the hospitality industry.”
Question 6: Do you have a book recommendation - this could be everything from a novel to an autobiography, etc.
“Don’t limited yourself to Hospitality Books or HR consultant books. ”
TG: „Don’t limit yourself to Hospitality Books or HR consultant books. David Novak (Talking People with you ) or Stephen R.Covey (Crucial Conversations) are very useful. Also, read books or stories that shape until today. Brands like IKEA, Apple, Rolex, Cartier, Chanel and Nike will open your imagination and creativity.“
Question 7: Which other industry expert would you like to see answer these questions as well? And what question would you ask him/her?
TG: „I will say Airport or Airlines experts, I feel that many of them offer to the same extent or increased a fabulous service, their lounges, their focus on experiences are continuously improved. Hotels start to become followers in terms of new technology where those industries invest millions in development and customer behaviour surveys to ensure enhancement.“
Question 8: What are your must-dos and must-sees during a stay in Muscat?
TG: „The Opera House, The Grand Mosque, Mutrah Souq and the National Museum are a must-see. Golf lovers will enjoy local facilities others will enjoy hiking, visiting the Wadis and the Sinkhole.“
Question 9: Do you have a favorite hotel and why?
TG: „No I don’t have any favorite hotel as no one can compete with the comfort, quality, technology and ambience of your own home. What makes a hotel unique is the quality of service, the genuine care from the heart, personal and bespoke service that suits my individual needs.“
Question 10: What do you want to learn in 2022?
“Learning is never final”
TG: „Learning is never final, my focus this year is to study the impact of COVID19, customer behavior changed and we must act with a strategy accordingly. My recent dialogue with professionals and customers helped me to understand that customers will avoid large hotels, they do prefer accommodations with terraces and outdoor facilities. Booking windows decreased dramatically and in the coming year’s customers will prefer to stay in resort hotels rather than city hotels.“
Dear Thomas, again thank you for taking the time and I am very much looking forward to seeing you again somewhere around the world.
Kind wishes,
Felix
